Old mutual policy

I made a claim on the 4th June 2019 at one of their branches at lake side mall. I waited for the 15 working days no response. I sent emails no response went to carnival mall branch today then all of a sudden an email pops up telling me to submit my dad's death certificate and I submitted those on the first day now I must submit again.The maxi income policy which my dad took I am the beneficiary, the funeral palour who helped me bury my dad does not believe my story now. I need to pay people for their help. Please help..